Travel Agent of the Day - Thursday October 11th, 2007 -Mary P.
10/11/2007 04:10 p.m.
Mary P.
Accredited Cruise Counselor (ACC)
Mary joined the Tripology network back in April of 2007 and has already planned some great vacations for travelers she found through Tripology.com.
How long have you been in the business?
"2 years- But I have been traveling worldwide since 1988, and cruising since 2001."
What inspired you to become a travel agent?
"My love for travel and my desire for others to enjoy what the travel world has to offer."
Do you have a passion for travel?
"Yes, I think you need to be passionate to serve your clients well. I also think that a good agent treats their client's vacations as their own."
Did you do anything else before becoming a travel agent?
"Yes, I worked as a legal secretary and I also taught English and Japanese."
Are there any great perks that come with working in this business?
"Yes, I get to work with people who are planning their vacations and as a result are very excited and fun to work for."
What are some of the perks?
"I am up to date on new trends, hotels, and cruise ships, and itineraries."
Any great discounts?
"Yes I get great cruise discounts and take advantage of this to check out ships that I have not been on before, which helps me later match my clients to the best cruise for their needs."
What about upgrades?
"Yes occasionally."
Do you take a lot of vacations?
"Yes, mostly cruises. When we lived abroad we traveled extensively."
Do you go alone or do your friends and family tag along?
"I always go with my family."
Favorite getaways to head off to on your own?
"Any cruise, the beach, Las Vegas!"
Do you inadvertently work a lot when you are on vacation? - scouting hotels, activities, tours and sites?
"Yes, I guess it ends up that way."
How else do you review hotels that you may not have been to?
"I read reviews online and through travel agent magazine."
How many clients do you have right now?
"Although I have about 500 clients, I am planning cruise vacations for about 15 people right now."
Do you work with a partner?
"No"
Office or home?
"Home"
Do you limit how many clients you can work with at one time?
"Yes, if I am busy I will not seek out new clients. I like to give my clients my full attention and not have the phone ringing off the hook when we are planning their trip."
Websites such as, Orbitz, Expedia, and Travelocity have given the opportunity to travelers to book trips without a travel agent. Have you found this to be a problem for you?
"Well, some people book online and then ask me to try to fix any problems they have with the booking."
What are you doing to convince travelers that a travel agent is a better option?
"I offer advice, experience, good customer service, and I follow through with any problems they might be having."
If a traveler asks you, "Why should I use a travel agent," how do you respond?
"You can always reach me. I want to serve you well so you'll return to me and refer me to others. I will also follow up after at trip to make sure that the client had a good experience."
Have any travelers given you any horror stories of experiences they had trying to book a trip on their own?
"Yes!!!!! I get a lot of stories of people not getting what they paid for, not being able to reach anybody, no service, and no one caring if they have a problem or if they will return again..."
Do you have any tips for the listening travel community?
"Call me for great customer service."
What's the most exciting trip to book right now for you?
"I've really been enjoying the Asia trips I've been booking through Tripology. I used to live in Japan and travelled extensively while there. I really enjoy helping people to plan an exotic vacation that they will always remember."
What would you say is your most popular destination request right now?
"Japan Trips"
Why do you think that is?
"I think it's because I have lived there and I have a love for the country and its people, and my enthusiasm shows."
There's a lot of buzz about specialization these days, and how destination expertise is still a great value proposition for travelers. Why do you think agent specialization is important to have when travelers are trying to book the trip?
"The traveler feels more comfortable with your expertise providing them with a vacation that fits their needs."
What does it mean to be specialized to you?
"Knowing a cruise line, ship, itineray so well that you can advise your clients of what they are going to enjoy."
Is it focusing on only 1 thing and traveling there every year?
"No that would limit you as a travel agent."
Do travelers ask a lot if you have been to where they are trying to book their trip?
"Yes, they ask me advice on what to see and do there, if the cruise line or ship suites them, and what I think they will enjoy based on their interests."
Does specialization actually mean focusing on a handful of things?
"Somewhat, I can specialize in cruising and Asia because I cruise so often and I have lived in Asia."
How specialized is too specialized? Is this possible?
"Only 1 location, 1 cruise line, 1 all-inclusive resort. You end up limiting the options you can offer your client."
A popular trip request lately has been requests for flight only quotes. Do you believe that a good agent can up-sell these requests to full trips?
"Yes, on occasion..."
How do you go about doing this?
"Sometimes suggesting a full trip is enough. Other times I suggest sites they might want to see and tell them I know of good reliable tour companies."
If someone were to call you and ask for a once in a lifetime vacation idea, what would you suggest?
"Around the world cruise! It's something I would love to do as well! I also think that cruising in Polynesia is a great option. It is so romantic and beautiful, and it makes a great honeymoon or special anniversary trip."
Funniest thing you have ever been asked?
"This one client had never flown and was asking how the plane took off. She thought they were rockets and just ascended!"
Tags: travel agents of the day
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